Vacancy: CRM Manager

Wigan Warriors logo with a backdrop containing elements of the logo

Wigan Warriors and Wigan Athletic are seeking to appoint a manager responsible for owning and managing the CRM system for both Clubs.

About Us

Wigan Warriors is undoubtedly one of the most successful teams in Rugby League and world sports. Playing in the Betfred Super League, the Club are enjoying a particularly fruitful spell, currently holding all four of the major trophies available under head coach Matt Peet.

Some of the most famous players in the sport have worn the cherry and white shirts from Jim Sullivan and Billy Boston to modern-day superstars such as Sean O’Loughlin and Bevan French, whereas multiple greats have donned the blue and white of Latics from Tommy Gore and Emmerson Boyce to current local heroes Sam Tickle and Charlie Hughes.

Founded in 1932, Wigan Athletic were elected to the Football League in 1978 and were promoted out of the Fourth Division in 1981/82. Latics won the Third Division title in 1996/97, the Football League Trophy in 1999, and the Second Division in 2002/03, before securing promotion to the Premier League in 2004/05. Founded in 1872, Wigan Warriors founded are joint record five-time World Club Challenge winners, record 21-time Challenge Cup winners and record 23-time league title winners.

Latics famously won the FA Cup in 2013, beating Premier League giants Manchester City in the Final. However, the Club were relegated later that year, bringing its memorable eight-season stay in the top flight to an end. The FA Cup success did, though, mean Latics gained their place in the UEFA Europa League the following season. Relegated from the Championship in 2014/2015, the Club won the League One title in 2015/16 and repeated this feat in 2017/18 and 2021/22 respectively.

Now under joint ownership, Wigan Athletic and Wigan Warriors are stronger together and continue to work in collaboration for the benefit of both clubs and their fanbases.

The Role

Responsible for owning and managing the CRM system for both Wigan Warriors Rugby Club and Wigan Athletic Football Club. This role involves overseeing CRM data integrations, creating and managing a single user profile, segmenting data into personas, and tailoring communications. Additionally, the role includes setting up sales CRM and managing the flow of data between marketing and sales CRM systems. The CRM Manager will also be responsible for dashboard creation and reporting key KPIs, with a specific understanding of Kore (Sports Alliance CRM).

  • Working hours: 37.5 hours a week to be worked flexibly in line with business needs.
  • Contract type: Permanent
  • Salary: Competitive
  • Location: The Brick Community Stadium
  • Department: CRM
  • Reports to: Head of Commercial
Roles and Responsibilities

CRM Management

  • Data Integrations: Own and manage CRM system data integrations.
  • Single User Profile: Develop and maintain a comprehensive single user profile from all source for all fans. Working alongside our technical team.
  • Data Segmentation: Segment data into personas and tailor communications accordingly.
  • Sales CRM Setup: Oversee the setup of the sales CRM and ensure smooth data flow between marketing and sales CRM.
  • Kore CRM: Utilise and maintain a strong understanding of Kore (Sports Alliance CRM) software.
  • Dashboard Creation: Create and maintain dashboards for key KPI reporting to internal stakeholders.

Service

  • Tailored Communication: Develop tailored communication strategies based on segmented personas.
  • Proactive Service: Ensure a proactive approach to member and supporter services and communications.
  • Customer Experience: Continuously explore ways to improve customer experience across various touchpoints.

Internal Collaboration

  • Marketing Integration: Collaborate closely with the marketing team to integrate CRM data into marketing strategies.
  • Communications Creation: Work with the marketing team to create and manage communications based on CRM data.
  • Team Support: Support the up-skill and personal development of team members.
  • Resource Management: Manage CRM resources effectively to support business needs.

Operations and Systems

  • System Management: Ensure the CRM system is fully functional and up-to-date.
  • Data Accuracy: Maintain accurate data and customer insights within the CRM.
  • Reporting: Produce and analyse reports relating to CRM data and KPIs.
  • Trend Analysis: Use trend analysis to drive improvements in CRM operations and customer service processes.
Person Specification

Essential:

Qualifications:

  • Qualifications: Maths and English GCSE (A-C grade).
  • Educated to degree level or equivalent (professional Marketing related qualification preferred);

Experience:

  • Proven experience in managing CRM systems, data segmentation, and tailored communications.
  • Proven track record of working in a digital marketing position.
  • Minimum 3 years of management experience.

Knowledge, Skills and Qualities:

  • Excellent knowledge of CRM systems, data-driven marketing, and reporting.
  • IT literate with proficiency in Microsoft Office suite.
  • Excellent organisational and time management skills, ability to manage and influence stakeholders, resilient and tenacious, and flexibility to meet business demands.
  • Strong understanding of Kore (Sports Alliance CRM).

The role will be subject to the relevant DBS check

To apply send your CV and Covering Letter to jobs@wiganathletic.com or by post to The People Team, The Brick Community Stadium, Loire Drive, Wigan, WN5 0UZ. Closing date for applications: 11.59pm, Sunday 7 July 2024.

Wigan Warriors and Wigan Athletic are committed to the principle of equal opportunity in employment and its employment policies for recruitment are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, gender re-assignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Wigan Warriors and Wigan Athletic are committed to safeguarding all children, young people and adults at risk involved in its activities and events. The group recognises its responsibility to safeguard the welfare of these vulnerable groups by a commitment to procedures to protect them. The group expects all staff and volunteers to fully support and promote these commitments.

Tuesday 25 June 2024